Tier I Helpdesk Technician

Iron Bow Technologies - Herndon, VA

Full-time - Entry Level

Herndon, VA

Merchant Wholesalers, Durable Goods

About the position

The Tier I Helpdesk Technician role at Iron Bow Technologies involves providing technical support and customer service to users, particularly for a Federal Government client, the Department of Justice. The technician will be responsible for responding to user inquiries, troubleshooting issues, and ensuring a high level of customer satisfaction. This position requires strong communication skills, empathy, and the ability to work under pressure while maintaining professionalism.

Responsibilities

• Provide help desk initial triage and technical support for local and off-site users.
• Collaborate with customers to gain insight and knowledge of their reported issue to help assess and diagnose the problem.
• Utilize diagnostic techniques to identify the problem, investigate the cause, and recommend a solution.
• Escalate incidents and requests to the appropriate support level, ensuring proper communication with colleagues.
• Maintain accurate documentation of customer interactions and resolutions in ticketing systems.

Requirements

• 2+ years of experience in a Help Desk / IT Support role.
• Excellent phone etiquette and clear verbal and written communication skills.
• Knowledge of MS Office (Outlook, Word, PowerPoint, Excel), Exchange, Active Directory, and mobile devices (iOS).
• IT certifications such as HDI CSR, Google, CompTIA A+, or MCP, or the ability to obtain them within 6 months of start.
• An AS Degree (or higher) in IT or a related field, or an additional 4 years of experience in lieu of the degree.
• Ability to obtain and maintain a Federal Public Trust Clearance issued by the DOJ.

Nice-to-haves

• Experience with ticketing systems like Cherwell.
• Ability to support various shifts beyond the standard schedule.

Benefits

• Opportunity for professional development and growth within a rapidly growing company.
• Support for obtaining IT certifications with company funding.